Feedback can be:
Suggestion – Something you think we should improve or change
Complaint – Something that has caused you concern or that you are not happy with
Compliment – Something that we have done that you believe should be recognised
If you are seeking or receiving a service from Quantum you will have the right to:
In addition, Quantum is a Child Safe Organisation and upholds the right of all children to be safe and have their developmental needs met.
Clients of Quantum will be responsible for:
Quantum also acknowledges the Charter for Children in Out-of-Home Care, and the Home and Community Care Statement of Rights and Responsibilities.
Whenever you receive support from Quantum you have the right to:
Quantum respects the right of clients to privacy of their personal information. To protect your privacy Quantum follows the ten principles described by privacy legislation:
These principles set the guidelines for us to handle your personal information.
Personal information is information which identifies a person. It can include your name address, gender, age, financial details, education, personal circumstances such as housing arrangements, health conditions and or your employment history.
Quantum only collects the information which is necessary to provide you with a service. It is your responsibility to provide us with the correct and necessary information to enable us to provide you with the best possible service. Your consent will be requested before your information is used for purposes such as surveys or research.
You have a right:
Quantum Support Services is committed to the safe and respectful handling of personal and health information. The handling of information is managed in accordance with the Privacy and Data Protection Act 2014, the Health Records Act 2001 and other legal obligations.
The Children, Youth and Families Act 2005, the Child Wellbeing and Safety Act 2005 and the Family Violence Protection Act 2008 including the Family Violence Information Sharing Scheme and Child information Sharing Schemes amendments in 2019, govern the sharing of information and privacy obligations held by Quantum Support Services.
Quantum Support Services is a prescribed information sharing entity under both the Child Information Sharing Scheme and Family Violence Information Sharing Scheme and may disclose information provided in accordance with those schemes. Complaints regarding the handling of information should be directed to Quantum Support Services Executive Director, Cindy Pullar. Email: Cindy.Pullar@quantum.org.au, Post: Cindy Pullar, 227 Princes Drive, PO Box 222, Morwell 3840, Phone: 1800 243 455.
Quantum is required to seek consent from the client to collect, use and share personal information as outlined under the Information Privacy Act 2000 and under Part 5A of the Family Violence Protection Act 2008. Quantum staff are required to also explain to clients that their information may be shared without consent if there is a serious threat to them or another individual’s life, health, safety or wellbeing. Furthermore Quantum staff and clients are required to understand that information may be shared without consent if it is relevant for assessing or managing risks to a child victim/ survivor of family violence.
If unsatisfied with the outcome, a direct complaint can be made to the Office of the Victorian Information Commissioner (OVIC), Website: www.ovic.vic.gov.au, Phone: 1300 006 842.
The Commissioner can investigate your complaint in relation to privacy practice and are able to serve compliance notices inclusive of penalties units if a breach of privacy has occurred.
You may also choose to seek assistance from the Homelessness Advocacy Service if preferred which can be contacted on 1800 066 256.
Clients shall be given access to the personal information held by Quantum about them unless:
In all of these cases Quantum will consider the best possible action to meet the client’s and organisational needs.
Quantum will take the necessary action to ensure that personal information is current and accurate.
If the client and Quantum disagree about the accuracy of personal information a client may request that a statement be attached to the file concerning the accuracy and currency of the information.
Quantum will provide the client with reasons why personal information may be withheld.
A response to a request for access to personal information must occur within a reasonable time frame.
Types of complaints or feedback include:
If you have a complaint you can speak with:
Contact Quantum and we will:
You can lodge your complaint by going to our website www.quantum.org.au/feedback-process/ or email feedback@quantum.org.au or fill out our Client Feedback Form available from our reception or call 1800 243 455. You will need to lodge your complaint as quickly as possible as any delay can make it more difficult to investigate what happened.
If you have any problems telling us what happened or why you are not satisfied let us know so that we can assist you to make your complaint.
If you make your complaint in writing tell us:
If you are not satisfied with the way your complaint was handled you can contact:
The Department of Families, Fairness and Housing (DFFH) provides, funds and regulates a range of services to people throughout Victoria. The Department aims to enhance and protect the health and wellbeing of all Victorians, in particular vulnerable groups and those most in need, by providing through its direct and indirect programs high quality services in a range of areas including:
DFFH welcome your complaints, comments and suggestions as they help DFFH improve our services.
Complaints can be verbal or in writing.
Lodge your complaint as quickly as possible because delays can make it difficult to investigate what happened.
If you have any problems telling the department what happened or why you are dissatisfied let the department know so that they can assist you with making your complaint.
The department can arrange an interpreter if you or anyone else you know making a complaint needs that help.
You may request someone else to lodge a complaint on your behalf. You should give them written permission to do this.
Your complaint information is used to investigate and hopefully resolve your matter and that may involve sharing the information with other relevant areas in the Department.
Statistical information regarding complaints is also used to improve the Department’s services, better understand community needs and respond more positively to complaints or suggestions.
When seeking a service from Quantum you are entitled to have someone else of your choice also attend meetings with a Quantum staff member. This person may act as an advocate and support you to speak out on your own behalf or support you in making a complaint about services provided to you.
You may choose to have a family member or a friend advocate on your behalf and attend your meetings with Quantum staff. You may also like to have a worker from another service involved as an advocate in your meetings with Quantum staff. Alternatively, you may wish to contact one of the following advocacy services
Aged Care Advocacy
National Aged Care Advocacy Line
Gippsland Disability Advocacy
This service provides advocacy for people with an intellectual disability and provides assistance in a range of areas including denial or infringement of client rights, and potential abuse, discrimination or negligent treatment. The service contact details are:
Advocacy and Support in making complaints about Homelessness Services is provided by:
Council to Homeless Persons (VIC)
Ombudsman Victoria
The Office of the Ombudsman of Victoria will offer assistance to you in pursuing a complaint and can be contacted on:
Victims of Crime Commissioner
The Victims of Crime Commissioner promotes the recognition, inclusion and participation of victims of crime in the justice system. The Commissioner influences government decision-making to address the concerns of victims of crime.
Office of the Victorian Information Commissioner
The Officer of the Victorian Information Commissioner are the primary regulator and source of independent advice to the community and Victorian government about how the public sector collects, uses and discloses information.
Health Complaints Commissioner
The Health Complaints Commissioner resolve complaints about healthcare and the handling of health information in Victoria. We can also investigate matters and review complaints data to help health service providers improve the quality of their service. We act independently and impartially.
Victorian Equal Opportunities and Human Right Commission
The role of the Equal Opportunities Commission is to protect and promote human rights in Victoria. We do this through a range of functions and services under Victoria’s human rights laws. From preventing discrimination and harassment from occurring to dealing with it if it does, we help people understand Victoria’s anti-discrimination laws and the impact of discrimination and sexual harassment. We also undertake independent reviews, investigations and advocacy activities to address systemic issues and promote human rights.
Rainbow Network
The network provides a range of services including an advocacy services for young people who identify as LGBTI
Victorian Aboriginal Legal Service
The service provides legal services, this also includes advocacy to deal with other services.
Quantum believes the celebration of diversity makes us and the community stronger. We are committed to embracing everyone’s individual differences so that we can help create a strong workplace and community that is empowered to reach its potential. We celebrate diversity of ability, gender, sexuality and spiritual or religious belief along with all cultural backgrounds including Aboriginal and Torres Strait Islander peoples. Quantum recognises that we all have diverse life experiences that may be influenced by age, ability, social and financial status. Quantum supports everyone’s right to feel respected, safe, welcome and valued.
